We ensure that all participants in our proficiency tests have access to a transparent, fair and impartial procedure for submitting and processing complaints and appeals. This procedure is based on the requirements of ISO/IEC 17043 and is designed to promote confidence, traceability and independence.
Our aim is to strengthen participants’ trust and continuously improve the quality of our proficiency testing activities through an open and clearly structured process for handling complaints and appeals.
Complaints
Complaints may relate to procedures, organisational aspects or the execution of a proficiency test. Every complaint is received, documented and reviewed by a technically competent person. If the review requires additional time, the complainant is kept informed about the progress. Once the evaluation is completed, the outcome is communicated transparently, and, if necessary, appropriate corrective actions are implemented to prevent recurrence.
Appeals
Appeals concern formal decisions made within the context of a proficiency test. The entire process, from receipt and review to any potential reassessment, is documented and organised in a manner that ensures objectivity and transparency at all times. If an appeal is deemed justified, the decision is amended accordingly, and any potential impact on other participants is considered. Throughout the procedure, the appellant is kept informed about the current status.
Submission
To file a complaint or an appeal, please send an email to proficiency(at)s-l.at and indicate in the subject line whether the communication concerns a “Complaint” or an “Appeal.”
